The role of customers in service production has been increased in our society. Sport participants also play a significant role in service delivery (Chelladurai & Chang, 2000; Ko & Pastore, 2005). Groth (2005) introduced customer citizenship behavior (CCB) indicating the extra-role behaviors of customers which are not required for service production. The purpose of this study was to examine the relationships between perceived service quality, customer satisfaction, and customer citizenship behavior (CCB) moderated by customer involvement among campus recreational sport participants. In addition, the relationship between encounter service quality and global service quality was examined. Based on the literature, a theoretical model was developed and tested, using a structural equation modeling (SEM). Data were collected from 228 college students at a large south-eastern university. The results indicated that program quality, client-employee interaction, valence, sociability, ambience condition, and equipment predicted the perception of global service quality. In addition, both perceived service quality and customer satisfaction in the global levels predicted CCB. While perceived service quality influenced customer satisfaction positively, customer satisfaction had a negative effect on perceived service quality simultaneously. The moderating effect of involvement was found in the relationship from the perception of the global service quality to global customer satisfaction. The findings are discussed with managerial implications and directions for future research. / A Dissertation submitted to the Department of Sport Management, Recreation Management, and Physical Education in partial fulfillment of the requirements for the
degree of Doctor of Philosophy. / Fall Semester, 2006. / November 17, 2006. / Customer Satisfaction, Service Quality, Customer Citizenship Behavior, Sport / Includes bibliographical references. / Jerome Quarterman, Professor Directing Dissertation; Lynn Panton, Outside Committee Member; Hyungil Harry Kwon, Committee Member; Aubrey Kent, Committee Member.
| Identifer | oai:union.ndltd.org:fsu.edu/oai:fsu.digital.flvc.org:fsu_181886 |
| Contributors | Chung, Tae-Wook, 1974- (authoraut), Quarterman, Jerome (professor directing dissertation), Panton, Lynn (outside committee member), Kwon, Hyungil Harry (committee member), Kent, Aubrey (committee member), Department of Sport Management (degree granting department), Florida State University (degree granting institution) |
| Publisher | Florida State University, Florida State University |
| Source Sets | Florida State University |
| Language | English, English |
| Detected Language | English |
| Type | Text, text |
| Format | 1 online resource, computer, application/pdf |
| Rights | This Item is protected by copyright and/or related rights. You are free to use this Item in any way that is permitted by the copyright and related rights legislation that applies to your use. For other uses you need to obtain permission from the rights-holder(s). The copyright in theses and dissertations completed at Florida State University is held by the students who author them. |
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